State Agency for Public Service and Social Innovations under the President of Absence of uniform standards in the delivery of public services ➢ Absence of a
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ADVANCED CONCEPT
OF PUBLIC SERVICE DELIVERY
Presentation by Mr. Elchin Huseynli
Deputy Director, International Relations Department State Agency for Public Service and Social Innovations under the President of the Republic of Azerbaijan E-mail: e.huseynli@asan.gov.az; elchin.n.h@gmail.com State Agency for Public Service and Social Innovations under the President of the Republic of AzerbaijanPublic sector reforms in Azerbaijan
REFORMS
PUBLICADMINISTRATION
MODERNIZATION
EFFICIENCYANDTRANSPARENCY
DEVELOPMENT CONCEPT
"AZERBAIJAN 2020: OUTLOOK FOR THE FUTURE"Sustainable
developmentgoalsEfficientpublic
servicedeliveryAdvanced
conceptsICTapplication
EͲ transformationFunctionalstate
Required by the socio-economic development in Azerbaijan Prevalence of challenges, such as corruption, bureaucratic hurdles, lengthy procedures, subjectivity, incompetence, red tape, etc Need to increase transparency, accessibility, efficiency and accountability Low quality of relations between civil servants and citizens, as well as the lack of the public confidence in the state bureaucratic apparatus Absence of uniform standards in the delivery of public services Absence of a unified body responsible for standardization, coordination and electronization of public services provided by various ministriesReforms in public service delivery
State Agency for Public Service and Social Innovations under the President of the Republic of AzerbaijanStateAgency
ppppOver 280
SERVICES
UNDER ONE ROOF
STATE ENTITIES
PRIVATE COMPANIES
SERVICE REGARDLESS OF PLACE OF REGISTRATION
Comfortable conditions
Transparency in
ASAN Xidmԥt
Accesstobroadinformation
Informationonservicesandfees
Transparentserviceprocedures
Publicparticipation
www.asan.gov.az /asanxidmat337 thousand "LIKES"
on FacebookMobile ASAN Service
ASAN payment
E-queue, website and Call center-based queue systemExit poll equipment, Skype complaint kiosk
Touch-screen monitors displaying information on services and feesSpecial equipment for handicapped people
ASAN INNOVATIONS
Exitpollmonitor
Innovations and ICT in ASAN Xidmԥt
Mr.ASAN
ASANPayment
Electronicapplicationmonitor
9ASANXidmtcenters
6.3 millionprocessed
applicationsMobileASAN
InterͲregional
IntraͲcity
citizens benefitted from Mobile ASAN XidmԥtKey for achieving the highest level of customer
satisfactionEnsures the efficiency of rendered services
Promotes and benefits from public feedback
Based on the special guidelines that define
main principles and directionsActs as a quality indicator of ASAN Xidmιt centersOverseen by a special department
Monitoring and assessment activity
in ASAN XidmԥtMonitoring and assessment activity
in ASAN Xidmԥt Purpose:To ensure and assess the delivery of services in conformity with the established principles and procedures, legal and ethical normsMethodology: Surveillance cameras that record the service processOn-site presence of a department's representative
"Mystery shopping" tool Oral, written and online surveys among citizens, including exit polls, complaints, suggestions, etc Investigation of the citizen's complaints and other information Statistics on rendered services, citizens' applications, etcMeasures:
Thorough investigation of all misconduct, complaints, etc Administrative measures as a result of investigationsIssuance of warnings and binding recommendations
Calculation of a customer satisfaction rate based on surveysThe citizen is
always right !!!Theroleofsocial
responsibilityin effectiveCitizensatisfactionandworkin
conflictsituations20,000 applications
received 5,500 selected 521employed www.asankadr.az